Ask the Expert: How to Improve Worker Experience with Service Cloud

December 31, 2015 John Gorup

Improve Worker Experience

For 5 consecutive years, Gartner has placed Salesforce Service Cloud in the Leaders Quadrant of its Magic Quadrant. For many organizations, Service Cloud has revolutionized how they solve customer problems. What is less known is that Service Cloud can be a vital tool for helping solve employee issues, and improving their Worker Experience. To understand how organizations can use Service Cloud for HR, I spoke with Salesforce MVP Jeff Grosse.

JeffG Jeff Grosse is Appirio’s Salesforce Service Cloud Practice Lead. He is a certified Salesforce Administrator, Advanced Administrator, Developer, Service Cloud Consultant, Sales Cloud Consultant, and self-proclaimed Evernote and Disney freak.

Many companies have improved their Customer Experience with Salesforce Service Cloud, but in what ways can Service Cloud for HR be used to improve the Worker Experience?

JG: Service Cloud for HR can bring together the multitude of HR repositories of knowledge that exist today. It can help consolidate the shared inboxes used by many HR departments, and bring the whole conversation into a single platform. That way, HR generalists and specialists can see every employee as an individual tied tightly to HCM systems like Workday.

Using email to case, HR knows who owns a case and needs to respond. It helps HR provide a consistent response to employees every time they call. The integrated knowledge sidebar can also provide immediate access to the knowledge articles needed to answer employee questions. Attaching knowledge articles to cases helps HR know which are the most frequently used and most helpful articles. The multilingual nature of the knowledge module makes it easier to support a global employee base in their preferred language, including easily sending the policies or articles used to solve the employee’s request directly to the employee. It offers a great collaborative flow that allows multiple people access to resolve issues. HR can have an internal view of articles while providing a different view of the same article to the employees. This keeps internal information within HR.

Giving an employee access to this knowledge base with rich search capabilities helps them solve more of their own issues, without the need for HR intervention. When an employee doesn’t find what they need, they can easily raise a case to HR, see their case right in the employee community, and know who is addressing their issue.

How do you see Service Cloud for HR working in conjunction with a cloud HCM system like Workday?

JG: It’s all about information and context. Service Cloud for HR integrates with HCM systems like Workday to provide existing employees direct access to information in Salesforce. Integration to Workday ensures that employee information in Salesforce stays up to date, such as manager, office location, phone number, etc. The information from Workday makes supporting employees simpler because you don’t have to look the employee up in multiple systems.

Service Cloud for HR can also act as an engagement tracking system for HR. It can be the system of record whenever an employee has an inquiry, and lets HR know that every issue is being addressed in a timely fashion. Also consider the fact that applicant tracking systems (ATS) built on Salesforce can integrate with Workday to automatically begin the onboarding process. This can streamline the challenges that slow down an employee’s start.

HR data tends to be more sensitive than typical Service Cloud case data. How do you handle HR data in Service Cloud?

JG: HR data is sensitive and HR departments must handle it with the utmost care. Administrators can configure Service Cloud to ensure an employee’s data is only seen by HR. It can coexist with Service Cloud for other constituents, but sometimes our customers spin up a separate org of Salesforce just for HR. This provides an additional layer of assurance; though when properly configured, it doesn’t need to be separate since HR only needs access to employees in Salesforce and, conversely, Salesforce users generally don’t need any employee information in the course of doing sales and service work. So it’s one of the most common types of situations for split orgs.



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